AccountId: 011433970860
ContactId: add3096f-4455-44de-acd1-68441cf24388
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245429 ms
Total Talk Time (AGENT): 102501 ms
Total Talk Time (CUSTOMER): 41870 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/add3096f-4455-44de-acd1-68441cf24388_20250311T15:58_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm just calling to get eligibility and benefits for one of our patients.
[AGENT][POSITIVE] OK, I can help you with that. Can I get your name and call back number?
[CUSTOMER][NEUTRAL] Name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] Thank you. And could I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] Number is you want the member ID number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 618-53000
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you didn't say eligibility and benefits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and I can uh send you over a fax pack.
[AGENT][NEUTRAL] Of the benefits I show the policy has been effective since [PII] I'm sorry.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] [PII] and it is still active. If you don't mind holding one moment, I'll get the benefits prepared for you. Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] But P I BFT.
[AGENT][NEUTRAL] Option B, OK.
[AGENT][POSITIVE] Perfect um.
[AGENT][NEUTRAL] The name is [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Start is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] That is.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you for holding. I apologize for the wait. And [PII], am I sending this to your attention?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] Oh, OK, and what is the fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] So I have [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, it's on its way. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That would be all. Can I have a reference number?
[AGENT][NEUTRAL] Yes ma'am, to reference our call, you'll use my name [PII] and today's day.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're welcome. You have a wonderful day and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you bye.